Q&A

Q1: How long does shipping take? How much does it cost?
A: We offer two shipping options. Standard shipping costs $9.99 USD** and takes **15-25 business days**. Express shipping costs **$12.99 USD and takes 7-12 business days. Plus, we offer free standard shipping on all orders over $69 USD! You can see all the details on our [Shipping Policy] page.

Q2: Will I receive a tracking number for my order?
A: Yes, absolutely! Once your order has been processed and shipped (within 1-3 business days), you will receive a confirmation email with a tracking number. You can use this number to monitor your package's journey.

Q3: Do I have to pay customs fees or import taxes?
A: Orders shipped internationally may be subject to customs fees, import duties, or taxes levied by your country's customs office. The Field Spring is not responsible for these charges, as they are the responsibility of the customer. Please check with your local customs office for more information before placing your order. 

Q4: What payment methods do you accept?
A: We currently accept payments securely through PayPal. You can use your PayPal balance, or simply check out as a guest using major credit cards (Visa, MasterCard, American Express, Discover) via PayPal's secure portal.

Q5: Is it safe to use my credit card on your website?
A: Your security is our top priority. Our website is secured with SSL encryption to protect your personal information. Plus, when you pay with PayPal, you are using one of the world's most trusted payment gateways. We do not store any full credit card details on our own servers.

Q6: What is your return policy?
A: We offer a 30-day return policy. If you are not 100% satisfied with your purchase, you can request a return within 30 days of receiving your item, as long as it is unused and in its original packaging. Please visit our [Return & Refund Policy] page for all the details and instructions.

Q7: Who pays for return shipping?
A:

  • If the return is our fault (e.g., you received the wrong item or a defective product), we will cover the return shipping cost.

  • For all other returns, the customer is responsible for the return shipping costs. The original shipping fee is non-refundable. 

Q8: What if my package arrives damaged?
A: We carefully package every order, but accidents can happen during transit. If your package arrives damaged, please contact the shipping carrier directly to file a claim. We recommend taking photos of the damaged package as evidence. Please also contact us at thefieldspring@outlook.com  and we will do our best to assist you.

Q9: Are The Field Spring soaps truly handmade? What makes them special?
A: Yes, every bar of soap is handcrafted by us using the traditional cold-process method. Our unique formulas are inspired by ancient tea forests and blended with ingredients like Pu'er tea, bamboo charcoal, and wild camellia. We never use harsh chemicals. Each bar is slowly crafted to retain the pure, natural power of plants, turning your daily cleansing into a soothing skin therapy.

Q10: Why do handmade soaps from different batches look slightly different?
A: That's the beauty of handmade! Because our products are crafted in small batches, slight variations in color, size, shape, and weight are completely natural. They are not defects but rather a unique signature of authentic, handcrafted artistry.

Q11: How should I store my handmade soap to make it last longer?
A: To extend the life of your soap, keep it in a well-drained soap dish away from direct streams of water. Allowing the soap to dry completely between uses will help it last much longer.

Q12: Are your products tested on animals?
A: Absolutely not. The Field Spring is a cruelty-free brand. We never test our finished products or ingredients on animals. Our commitment is to create natural, effective skincare that is kind to you and the planet.